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Customer Program Manager

4 months ago

Westlake, United States Technology Recovery Group Full time
Essential Functions

  • Act as a liaison between TRG departments (i.e., Sales, Procurement, Finance, Shipping/Receiving, Deployment, Project Management and Depot teams) and assigned customers
  • Work alongside sales reps to support data collection and analysis related to QBRs for customers
  • Able to work with minimal direction to resolve issues affecting customers
  • Attend, schedule, or host weekly status calls with assigned customers as needed (typically high profile, high volume customers)
  • Manages escalations within TRG, with OEMs and customers to resolve urgent customer needs
  • Generate necessary paperwork to initiate movement of materials through the process
  • Access customer portals, both internal and external, as needed to provide/obtain data and produce requested reports and resolve issues
  • Follow up on shipments/orders/repair orders as requested by customer(s)
  • Work with account team and necessary departments to resolve discrepancies related to incoming product and ROs
  • Interact daily with customers and others to resolve discrepancies in systems, resolve customer issues and issues related to incoming and outgoing product (unexpected product, consignment products, repair orders, deinstall products)
  • Assist with resolving issues related to customer owned consumable products and spares pools that are stored at TRG
  • Engages with appropriate TRG/customer personnel to respond to customer inquiries relating to tickets, repair invoices, support contracts, etc.
  • Follows up with customers and Sales teams once inquiries have been answered or problems resolved to ensure a quality customer experience
  • Access to any custom developed management tools to respond to queries
  • Assist in the development and maintenance of any required customer specific documentation for processing customer products and TRG services
  • Maintain documentation of requests as to track and report upon status and action taken
  • Collaborate with account team for direction on how to handle each specific account
  • Review customer specific reports to ensure data is up to date and take appropriate actions to resolve any issues
  • May be involved in the planning, organization, and implementation of special events, specific projects, or program changes
Qualifications
  • Associates Degree Required. Bachelor’s Degree preferred
  • 3-5 years of experience in a professional environment, preferably with customer service/success
  • Project Management skills/experience preferred
  • Strong Written/Verbal/Listening and Comprehension communication skills
  • Strong problem solving skills
  • Passion for delivering an excellent customer service experience
  • Ability to assess and determine priorities, and, when necessary, ask for support from appropriate team members to determine appropriate priority
  • Strong knowledge of TRG Systems and Processes (i.e. Salesforce, ServiceHub, NetSuite, Service Now) or other CRM/Asset Repair Portals preferred
  • Ability to take and pass a background check
Performance Requirements
  • Must maintain regular and reliable attendance to the satisfaction of management
  • Must be able to operate a computer and other position related technologies
  • Must be able to work flexible hours as needed
  • Must be able to clearly and confidentially communicate with TruWest employees and other stakeholders
  • Must adhere to all TruWest Values at all times


Physical Requirements
  • Must be able to remain in a stationary position 75% of the time
  • Must be able to access work locations
  • Must be able to stoop, stand, walk, bend, and stay upright to perform work
  • Must be able to visually read written and digital information
  • Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures
  • Must be able to receive detailed information through oral communication


Yes, I can meet all essential functions, performance, and physical requirements of the position.

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